“Elevating Excellence: Enabling Seamless Operations for a Leading American Airline"
Client is a Major American Airline and one of the largest in the world in terms of fleet size, number of destinations, and passengers carried. It operates a comprehensive network of domestic and international routes, serving destinations across North America, South America, Europe, Asia, Africa, and Oceania. It is a founding member of the world’s largest global airline alliance.
PROBLEM
Passenger Experience : Streamlining the Boarding Process
The airline aimed to enhance the passenger boarding experience by minimizing dependency on gate agents. Traditional boarding processes often led to congestion at gates, confusion among passengers about boarding zones or times, and delays in departure schedules. There was a growing need for a more intuitive, tech-driven, and autonomous solution that would allow passengers to board seamlessly, reducing human error and wait times, while improving overall customer satisfaction.
Flight Attendants: Overburdened with Customer Service Duties
Flight attendants were frequently stretched thin, balancing safety responsibilities with the growing demand for personalized customer service onboard. With increasing passenger expectations for in-flight assistance and engagement, the crew found it challenging to deliver high-quality service consistently, especially during peak travel times. This pressure not only affected service quality but also impacted staff morale and efficiency.
SOLUTION
Streamlined operations with TIBCO BE, processing 500+ messages per second for boarding, de-boarding, flight initialization, and updates, resulting in significant cost savings.
We efficiently managed growing data with a robust cache, using pattern matching to handle flight changes, alert customers, determine boarding groups, and track passenger status.
IMPACT
Our Prestigious Clientele
